At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
Responsible for:
Monitoring agent transactions to evaluate performance and ensure consistent alignment with established quality standards and compliance regulations.
Main Activities and Responsibilities:
Monitor agent transactions
● Conduct transaction monitoring or chat audits based on monitoring guidelines
● Analyze and evaluate as per client requirement
● Identify areas of strength and opportunity of each agent
● Provide feedback and areas for improvement
Prepare reports and provide support to program management
● Prepare chat observation report, agent quality monitoring report, client updates and other reports/documents as needed
● Attend and participate in internal and external client calibration sessions regularly or as scheduled
● Compile and provide recommendations to QA Manager to improve messaging quality
Occasionally handle chats when needed
● Effectively control the speed of the chat to ensure accuracy
● Meet all set KPIs as required by ProbeCX and the client
Other
● Provide assistance in agent training and development
● Complete tasks delegated/assigned by the QA Manager
● Perform other reasonable duties as required
Core Competencies:
What We Do
At Probe CX, we help our clients become modern digital organisations. With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations. In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable. Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
